Incident Response Engineer ||

Take end-to-end ownership of production incidents from detection, logging, triage, impact assessment, prioritization, escalation, investigation, mitigation, resolution, recovery, and closure. 

Act as the primary point of contact and single point of accountability for assigned incidents. 

Lead P1/P2 and Sev0/Sev1 major incidents, establish incident bridges/war rooms, and ensure structured coordination across Engineering, SRE, DevOps, Infrastructure, Cloud, Database, Network, Product, Support, and other relevant teams. 

Perform incident triage and determine the appropriate severity based on customer, business, and platform impact. 

Ensure the right technical owners and subject-matter experts are engaged through the defined escalation matrix. 

Drive incidents with clear ownership, timelines, action items, escalation paths, and next steps until service restoration. 

Analyze application failures, service degradation, infrastructure issues, API failures, database issues, distributed-system problems, cloud incidents, and other production issues. 

Review application logs, monitoring dashboards, alerts, service metrics, and system dependencies to support incident investigation. 

Develop a good understanding of application architecture, APIs, microservices, databases, distributed systems, cloud infrastructure, and service dependencies to effectively drive technical discussions. 

Coordinate with technical teams to identify the root cause, contributing factors, mitigation, and permanent corrective actions. 

Provide timely, accurate, and structured communication to technical teams, business stakeholders, leadership, and customers as required. 

Communicate incident impact, investigation progress, mitigation status, recovery updates, and next steps clearly to both technical and non-technical stakeholders. 

Ensure communication follows defined templates, frequency, SLA, and escalation standards. 

Drive Root Cause Analysis (RCA) and Post-Incident Reviews (PIRs) for major incidents and ensure corrective and preventive actions are assigned, tracked, and closed. 

Analyze recurring incidents and work with Problem Management and Engineering teams to eliminate repeat issues and improve service reliability. 

Monitor production systems, service health dashboards, alerts, and operational tools to proactively identify customer-impacting issues. 

Work with Monitoring, SRE, and Engineering teams to improve alert quality, thresholds, detection coverage, dashboards, and early-warning mechanisms. 

Identify monitoring gaps and recommend new alerts, dashboards, automation, correlation, and auto-remediation opportunities. 

Review incident and alert trends to identify opportunities for alert reduction, tuning, proactive detection, and operational automation. 

Follow ITIL/ITSM-aligned Incident, Major Incident, Problem, and Change Management processes. 

Coordinate with Change and Release Management teams to identify and minimize production risks associated with releases, maintenance, and infrastructure changes. 

Support service transition activities and ensure operational readiness before services are moved into production. 

Develop, maintain, and continuously improve incident management SOPs, runbooks, escalation matrices, response procedures, communication templates, and operational documentation. 

Track operational metrics including MTTD, MTTA, MTTR, response time, escalation adherence, incident SLA, RCA SLA, customer impact, and repeat incident trends. 

Prepare incident reports, operational dashboards, management summaries, and trend analysis to drive continuous improvement. 

Ensure effective shift handovers and continuity of ongoing incidents in a 24×7 global operations model. 

Coordinate resources during critical incidents, assign tasks, track action items, and ensure the appropriate teams are engaged at the right time. 

Support junior Incident Managers and team members by providing guidance on incident handling, escalation, communication, and operational processes. 

Coordinate with external vendors and technology partners during incidents involving third-party services and ensure timely updates, mitigation, RCA, and accountability. 

Identify opportunities to improve service reliability, incident response, monitoring, automation, operational efficiency, and customer experience. 

Requirements 

3+ years of experience in Incident Management, Major Incident Management, Production Support, Technical Operations, NOC, SRE, Application Support, or IT Service Management. 

Hands-on experience managing critical production incidents such as P1/P2, Sev0/Sev1, or equivalent severity incidents. 

Strong understanding of Incident Management, Problem Management, Change Management, ITIL, and ITSM processes. 

Experience working in SaaS, Cloud, Enterprise Software, or large-scale production environments. 

Good understanding of application architecture, service dependencies, APIs, microservices, databases, distributed systems, and cloud technologies. 

Working knowledge of AWS, Azure, or GCP. 

Strong troubleshooting, analytical, problem-solving, and decision-making skills. 

Excellent verbal and written communication skills with the ability to manage technical, business, leadership, and customer stakeholders. 

Strong escalation, coordination, and stakeholder management skills. 

Ability to remain calm, structured, and effective during high-pressure critical incidents. 

Ability to manage multiple incidents, priorities, and stakeholders simultaneously. 

Experience working in a 24×7 operations environment. 

Experience with monitoring and observability tools such as Grafana, Prometheus, Kibana, Elasticsearch, Splunk, Dynatrace, AppDynamics, or similar platforms. 

Experience with ITSM and incident management tools such as Jira, Confluence, PagerDuty, or equivalent platforms. 

Familiarity with Azure DevOps and GitHub. 

Awareness of automation, AIOps, intelligent alerting, incident correlation, and auto-remediation concepts. 

Experience with customer communication, operational reporting, and vendor coordination is preferred. 

ITIL Foundation certification or equivalent knowledge is preferred. 

Strong proficiency in MS Excel, PowerPoint, and Visio for reporting, dashboards, presentations, and process documentation.